How to get an answer from support?

j_ro · 2018-06-20T20:57:30.195Z

Our app is down, has been for days, because we can’t figure out which Twitter account is connected to our app ID. I’ve asked support via this form a few times, we have heard nothing back.

Does anyone know how to get an answer from Twitter support? It’s not ok that users cannot use our app because support does not respond to questions.

abraham · 2018-06-21T01:04:04.105Z

Let’s be clear here. Your users can’t login because you can’t manage you infrastructure. Hopefully Twitter Support with be able to help you soon but it’s your responsibility to keep track of your own accounts/apps.

andypiper · 2018-06-21T03:44:04.926Z

Thank you @abraham for your sensible comment and your support.

@j_ro we apologize if you’ve been unable to get a response, but we appreciate your patience, and your efforts in building on our platform. I can personally assure you that if you’re providing accurate information and responding to any automated pushbacks, then your ticket will be in the queue for our team to look into as soon as they can. As I’m sure you can understand there are a vast number of applications on the platform and we work through the request queue just as quickly as our teams are able (note - none of the team that directly responds on these Dev forums has access to the types of ticket you’ve raised as these may contain specific personal or brand information)

j_ro · 2018-06-21T16:12:42.288Z

If only it were that simple, but when you inherit code and projects from multiple sources, these kinds of loosely linked credentials can be lost. We of course have all we need to actually use the app, but for some reason you can’t go from an app ID to the twitter account connected, so you can’t make changes, even when fully authenticated on the app side of things, which seems like an oversight. We’d certainly be happy to fix the issue ourselves if such tools to go from app ID to account were made available, or if an app could be fully administered with solely the app’s credentials, but that seems not to be the case.

We’ve replied to all automated support messages and have still received no actual human intervention, and we’ve been waiting for a week now. I’m sure this is a quick lookup. I hope function can be restored soon.